Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

Employee Engagement 32

Employee Engagement Engagement Contact Center Software 32

PeopleMetrics

OCTOBER 14, 2015

For example, independent research shows that customer focus plays a role in employee engagement. Through employee satisfaction surveys , we found these real, not-ant, but-human statistics: In customer-centric cultures, two-thirds of employees are engaged, and one-in-four are fully engaged.

Employee Engagement 48

Employee Engagement Customer Centricity Engagement Culture 48

Beyond Philosophy

JULY 12, 2016

Going the next step, beyond employee satisfaction, does their engagement profitably drive customer behavior? First, what does employee engagement, which has been around for over twenty years, actually mean? Employee development – Is the company making an effort to develop the employee’s skills?

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

Verint

AUGUST 17, 2017

The responses were remarkably similar—18 of the 20 customer service professionals I interviewed voiced their concern over what can be broadly categorized as employee engagement. The results conclusively point to a concentration on employee engagement as an important issue for 2017 and beyond. Watch this space!

Contact Center 30

Contact Center Employee Engagement Engagement Gamification 30

Michel Falcon Experience

JANUARY 31, 2017

I’ve been advising companies on customer experience, employee engagement and company culture for six years helping entrepreneurs learn the systems I leverage to build stronger and profitable relationships with customers and employees. At Baro, we separate our training in two parts: customer-centric (i.e.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Culture 60

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? Those question are: 1) Really?

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

One Millimeter Mindset

DECEMBER 5, 2018

Engaged employees are not necessarily relentlessly curious employees. Do you identify who the relentlessly curious employees are in your organization? Because they are key to positive customer experiences. And they fuel customer success and customer retention. When engaging with and serving customers?

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

Beyond Philosophy

NOVEMBER 30, 2023

Another massively important area that HR deals with is employee engagement and internal communications. We all know happy employees make happy customers. So, that profit analysis skill set is another crucial area when building a program that will get the whole company to embrace the customer. Click here.

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” The two terms are related, and they’re both elements of customer experience improvement. Engagement and culture are different, but they affect each other.

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. An unhappy customer is the source of new possibilities. Avoid facing similar complaints in the future and losing other customers. Do not ever forget to remember your customers!

Poor Customer Service 109

Poor Customer Service Advertising B2B Policies 109

ShepHyken

APRIL 11, 2022

This short article isn’t specifically about customer service training but about how often you should do training in any area of business. Seth’s Blog) It’s not a word, but perhaps it should be. If a competitor goes after your customers by offering them faster service, all day and all night, you’ve been anytime.

Customer Service 64

Customer Service Employee Engagement Customer Service Training Loyalty Programs 64

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Companies do marketing, sales and CRM – the customer does the experience! Read the full answers here below.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Beyond Philosophy

NOVEMBER 28, 2016

Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer. There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. Today, is that enough?

Engagement 60

Engagement Customer Experience Employee Engagement Consulting 60

ShepHyken

MAY 27, 2019

As customers use their smartphones for more and more business, it is incumbent to give customers confidence that they are dealing with safe and secure companies. Ten Best Practices for Boosting Employee Engagement by CXAPP. CXAPP) Building Engagement is About Fostering More Productive, Loyal and Happy Employees.

Customer Journeys 104

Customer Journeys Customer Service Employee Engagement Exercises 104

ijgolding

FEBRUARY 5, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the second of the five ( you can read the first – an interview with James Dodkins – here ). My fascination with the ‘customer interface’ was born!

Culture 264

Culture Measurement Customer Centricity Hotels 264

ShepHyken

SEPTEMBER 29, 2017

This week we feature an article by Doug Bell who writes about how leaders can optimize their company’s customer experience. It is important to have a plan in place for managing the customer experience and having a customer-focused culture. – Shep Hyken. A Simple Playbook for Managing Customer Experience.

Measurement 54

Measurement Interaction Customer Experience Culture 54

NICE inContact

MARCH 26, 2019

Stage one — Customer-Negligent: An organization that fails to value customers as vital assets and doesn’t consider CX a priority. Have low or nonexistent employee engagement, with team members unaware of the customer journey and the role they play in it. Have customer focus as a shared value at all levels.

Customer Experience 152

Customer Experience Contact Center Policies System 152

Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Technology 110

Technology Customer Experience Social Media Trends 110

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Customer Engagement 34

Customer Engagement Engagement Employee Engagement Conference 34

Beyond Philosophy

DECEMBER 20, 2016

In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). The same can be said of engagement, which is simply too limited as applied to both customer and employee behavior.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

They don’t care enough to invest in customer experience evaluation and improvement. Their company mission is not customer-focused, and they don’t care if your day is ruined. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Company 231

Company Hotels Social Media Innovation 231

Beyond Philosophy

NOVEMBER 10, 2014

The best way to emphasize improving the Customer Experience is to tie rewards to it. It is critical to include all departments in the definition of KPIs that are Customer-focused, and then align those goals across your organization. 4 Ways to Gain Customers’ Trust in Data Security.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Maz Iqbal

OCTOBER 28, 2017

Today’s conversation is around that which has been unconcealed for me: about myself and the purpose/contribution of this blog. … Continue reading "On Self, The Customer & Leadership Blog, and Cultivating Loyalty With Employees, Partners, and Customers".

Leadership 59

Leadership Loyalty Customers Customer Focused 59

Think Customers

NOVEMBER 2, 2014

Since its inception in 2004, the 1to1 Media Customer Champions has grown into a one-of-a-kind awards program that honors and spotlights the individuals responsible for game-changing customer-focused strategies-- a truly unique event that honors the leaders who create innovative change in their organizations.

Employee Engagement 70

Employee Engagement Loyalty Innovation Customer Engagement 70

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Adrian Swinscoe. Bill Quiseng.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Experience Investigators by 360Connext

MARCH 9, 2015

I’ve seen plenty of Marketing, HR and Technology leaders who have made astounding improvements in the experiences they create for customers. Customer focused organizations smoke the competition. If you are trying to become a customer-centric leader at a bank, that can be very different than an independent bookstore.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Adrian Swinscoe. Bill Quiseng.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Beyond Philosophy

JULY 17, 2017

Sharon John of Build-A-Bear talked about weaving content and storytelling into the customer experience, possibly through virtual or augmented reality in their stores. Then she said that the goal is to engage customers so they build an emotional bond with the brand. Follow Colin Shaw on Twitter @ColinShaw_CX. The post Be Warned!

Technology 132

Technology Touchpoint Case Study Consulting 132

CX Journey

OCTOBER 23, 2014

It appeared on their blog on June 19, 2014. What is the customer experience inflection point? Employee Engagement : I list this separately from "leadership" and from "people" because employee engagement is a two-way street that requires both to work together for the greater good. Time to fix that.

Culture 173

Culture Leadership Employee Engagement Customer Centricity 173

Beyond Philosophy

JULY 5, 2017

To help improve employee engagement and value for your customers and your business register now for our FREE webinar on Employee Ambassadorship: Realizing and optimizing stakeholder value. Colin is an international author of six bestselling books and an engaging keynote speaker.

Consulting 129

Consulting Employee Engagement Customer Experience Examples 129

Experience Investigators by 360Connext

OCTOBER 2, 2018

But what’s even trickier is when you may not have customer experience or customer insights in your title. Being a customer-focused leader is a tall order. So how can you lead by example to make the experience better for your customers, regardless of where you are on the org chart?

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225

Retently

JULY 28, 2023

However, making sure customer experience is handled the right way throughout your entire organization can be tricky – especially if you have a large company with multiple departments and branches. Miscommunications, low employee engagement, and the lack of a customer-centric company culture can also get in the way and make things worse.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

ClearAction

APRIL 18, 2015

Helping executives establish a customer-focused big picture in strategy and culture. Developing and recognizing employees. Propagate thought leadership: blog/wikis/social media are a great way to tap into peers’ expertise. Here are ways HR can help: Engagement. High employee engagement = ownership and pride.

Resources 48

Resources Customer Experience Employee Engagement Social Media 48

Tricia Morris

SEPTEMBER 4, 2015

The 2015 Employee Engagement Trends Report shows customer service employees are among the least engaged, falling behind human resources, sales, marketing, engineering, R & D, operations, finance and IT (in that order) when it comes to on-the-job engagement. Small Change Can Make a Difference.

Engagement 40

Engagement Customer Service Customer Service Representative Employee Engagement 40